Customer Service Incident Coordinator, Croatian Speaking

• Conduct customer interviews by telephone to gather information relating to fraud, data breach, and identity theft incidents
• Review and analyse case information to assess incident nature and severity and determine appropriate next steps
• Provide professional, empathetic, and high-quality support to customers affected by fraud, identity theft, or data breaches
• Manage customer expectations with clear updates and guidance throughout incident resolution
• Act as a key point of contact between customers, clients, and internal subject matter experts
• Gather, document, and maintain relevant information and supporting evidence for identity restoration and remediation
• Prepare correspondence and communicate with creditors, government agencies, and other third parties
• Explain available services, support options, and recommended actions to customers
• Support clients and customers in understanding breach-related incidents and identifying remediation requirements
• Escalate cases requiring specialist support and coordinate communications, meetings, and updates across relevant teams
• Work Monday to Friday, 10:30–19:00

• Fluency in Croatian and English, both written and verbal
• Previous customer service experience, ideally within a fast-paced, customer-facing, or support environment
• Strong communication and interpersonal skills
• Ability to review information, assess customer needs, and make informed decisions when managing incident-related cases
• Strong organisational skills and attention to detail
• Ability to manage multiple cases and maintain accurate records
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel
• Ability to accurately document, maintain, and manage customer case information within internal systems
• Experience using customer service, case management, or customer relationship management platforms

• Remote position
• Work/life flexibility
• Access to professional development support and resources
• Opportunities to grow, innovate, and contribute to communities and customers
• Collaborative, customer-focused work environment